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Senior Member Service Representative
2 months ago
Mission:
In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.
Culture Competencies: S.T.R.I.V.E
- Maintains our members' and employees' trust by safeguarding their financial data and information.
- Values and respects everyone's abilities, opinions, and feedback to achieve trust, safety, and well-being in a friendly, welcoming, and cooperative environment. Actively devoted to our motto of "better together."
- Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
- Generates new ideas, supports change, provides new efficient solutions, and solves problems creatively while balancing risk.
General Summary
Under general supervision and in compliance with all federal and state regulations and USSFCU policies and procedures, assists in the daily activities involved in the operation of the retail branch. Serves as an ambassador of USSFCU by espousing our "Better Together" philosophy to fulfill our purpose of helping our members achieve financial success. Performs routine and complex transactions including cash handling in retail branches. Possesses strong customer service skills, able to have professional conversations with members. Develops relationships with members, engages as a member advocate, actively listens, identifies member needs and provides solutions. Is driven to meet or exceed performance and branch sales and service goals. Responds to questions, requests for information, and maintains knowledge of credit union products and services. Possesses the drive to succeed professionally and grow with USSFCU.
Essential Duties and Responsibilities
1.Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both external and internal members. Is efficient, results driven, and accurate. Understands the impact of their behavior and performance on USSFCU, our members, potential members, and teammates.
2. Mail processing: accurately process all incoming mail, including deposits, loan payments, and other member transactions.
3. Ensure that all transactions are recorded and processed in the appropriate systems.
4. Verify the accuracy of deposits, and payments amounts, ensuring compliance with policies and procedures.
5. Pick up mail from the post office daily.
6. Reconcile and balance all transactions at the end of each day.
7. Identify and resolve any discrepancies or errors in a timely manner.
8. Serve as a primary backup with assisting the Contact Center answering incoming calls.
9. Provide prompt and accurate response to member inquiries regarding their accounts, transactions, and other related services.
10. Work closely with other departments, including the accounting and loan processing teams, to ensure smooth operations and accurate record keeping.
11. Reads and analyzes credit reports for membership and loan applications processes.
12. Demonstrated ability to cross sell credit union products and services.
13. Opens and closes accounts.
14. Ability to engage with members and colleagues.
15. Must have the capability to work remotely from home as needed.
16. Performs routine and complex member transactions. Completes all transactions and processes accurately and efficiently. Avoids exceptions and repeat errors. Accurately balances checks daily and assists with the daily balancing of the branch.
17. Accurately tracks and records all required audit information on required logs such as the monetary instrument log, instant issue card log, etc. Understands required regulatory processes such as CTR's and SAR's and how and when to utilize them.
18. Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone or other channels such as email. Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications. Able to problem solve and find solutions.
19. Understands and maintains knowledge of credit union services and products. Also maintains a basic understanding of ancillary products such as GAP, Warranty Services, etc. Works as part of the branch team in meeting and exceeding sales and service goals.
20. As a member advocate, actively listens in order to offer referrals for products and services based on the member's needs. Accurately completes all related forms and procedures that may be required for referrals of products and services. Understands and can convey to members the appropriate rules and regulations related to the member's products and services such as Member Privilege.
21. Possess the ability to solve problems and find solutions.
22. Ability to follow through and meet deadlines.
23. Works interactively and positively with other team members to promote unity, communication, and consistency of operations within the branch and the organization as a whole. Actively participates to help the team meet and exceed branch and organizational goals. Is results driven, possesses a high sense of urgency, and is self-motivated to succeed. Able to multitask and practices good organizational skills.
24. Assists other departments as necessary and works closely with other departments in obtaining information for members or in ascertaining necessary corrections for errors.
25. Maintains confidentiality of all member interactions, transactions, and documentation. Ensures that proper handling of documents occurs to include proper logging of documents for storage and/or destruction, filing, imaging, and shredding.
26. Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization. Ensures timely completion of all assigned training. Strives to improve own personal performance. Takes responsibility and ownership of actions and decisions. Is dependable and adheres to assigned schedule.
Other Duties and Responsibilities
1. Understands and complies with all applicable federal and state regulations to include but not limited to Bank Secrecy Act, Reg. CC, etc. Understands and complies with USSFCU policies and procedures.
2. Performs other duties as assigned.
Experience and Skills
Qualifications
Education: High school diploma.
Experience: 3+ years of relevant experience at a financial institution in customer service, relationship building, and cash handling.
Skills: Ability to successfully complete completely new account and loan training within 1 year of service. Demonstrated ability to cross-sell products and services; attention to detail; Experienced with basic PC applications such as Word, Excel, and Outlook; knowledge of Credit Union policies and procedures with particular emphasis in teller and member service areas preferred. Bilingual in Spanish a plus.
Communication: Possesses excellent conversational, active listening and interpersonal skills needed to build member relationships. Possesses excellent written communication skills. Interacts effectively with members and all levels of staff.
Supervisory: None Required
Time in Service: None Required
Successful candidates will be evaluated and leveled based on previous experience.
